French-speaking Service Desk L1 Technician

About the role

We are looking for a French‑speaking Service Desk L1 Technician to provide first‑line IT support to end‑users. The role involves handling incidents via phone, email, chat and web, ensuring high‑quality customer service and quick resolution of technical issues.

Key responsibilities

• Receive and log support requests in ServiceNow, categorising and prioritising incidents.
• Troubleshoot and resolve issues related to O365, VPN, Skype, printers, Active Directory and Microsoft Office applications.
• Assist users with software and hardware configuration, including Windows laptops, MacBooks, mobile devices and multi‑functional devices.
• Escalate unresolved tickets to L2/L1.5 or other resolver groups and follow up on pending cases.
• Document workarounds, create child tickets, and track trends to identify potential outages.
• Provide remote assistance using remote‑control tools and ensure proper ticket closure.

Required profile

• 1‑3 years of experience in an IT Service Desk or help‑desk environment.
• Strong communication skills in French and English, with professional telephone etiquette.
• Ability to work in shifts, including weekends, holidays and a 24/7 support model.
• Self‑motivated, quick learner, and able to work both independently and within a dispersed team.

Required skills

• O365, VPN, Skype, Active Directory
• Microsoft Office (Word, Excel, PowerPoint) and Outlook troubleshooting
• Windows operating system (Windows X) and basic PC hardware configuration
• ServiceNow ticketing system
• ITIL framework knowledge
• Experience with Windows laptops, MacBooks, mobile devices and multi‑functional devices